The market for live chat software can be confusing; there’s a long list of providers and even longer lists of features. Among the companies that have an established history in the marketplace, there’s a secret many companies are afraid to tell. The fact is this: you won’t find much product differentiation between us – we all provide essentially the same thing.

Enhance web self service with BoldChat’s Auto Answer capabilities to help website visitors find answers to frequently asked questions quickly on their own before being escalated to a chat session for more advanced, personalized support.

This integrated suite is tailored for businesses who want to o er website visitors a multitude of contact methods. It includes all the premium functions of other editions in a multi-channel environment that includes chat, email management, SMS text management, Twitter management, SLA reporting, Salesforce® integration, and a supervisory dashboard.

Good for 10+ agent deployments

Integrated Agent Workspace

Multi-channel: chat, SMS, Twitter, and email management all in one console

BoldChat by LogMeIn is a market-leading live chat and customer engagement solution that helps companies engage with their customers in the right way, at the right time to build loyalty, boost sales and improve operational efficiencies. Support isn’t just problem resolution for us – it’s about making our customers successful.

Escalate in Real-Time
For customers who don’t find the answer they are looking for in the first search, thresholds can be configured for how many times they need to try self-service before escalating to a live agent. Additionally, triggers based on queue size help control live chat tra c with forced self-service when your agents are at or near capacity.

Cater to Problem Solvers
Customers increasingly prefer self-service. In fact, 72% of customers search for information on a website or app before reaching out to an agent. Auto Answers serve this market perfectly; allowing them to quickly search through available information to find their answer.

Live chat has come of age. Chatting with website visitors is no longer seen only as a way to reduce support costs. For some time now, savvy Internet retailers have utilized intelligent chat interactions as a key contributor in the sales cycle. This white paper explains how to implement Google’s Analytics code to uncover, at a granular level, exactly how important live chat can be to increase close-rates online.

While BoldChat is the ‘system-of-record’ when it comes to your site’s chat data, it is useful to integrate some of that data into your overall web analytics view. Doing this allows you to see how chat influences other key website metrics and it allows you to view ‘chatters’ as a unique visitor type. Once chats are tracked with Google Analytics, you’ll be able to set up funnels to track how chat influences goals, set chat itself as a goal in order to discover what type of traffic is likely to engage you in chat, create Advanced Segments to view chatters as standalone visitor types.

BoldChat’s annual Live Chat Performance Benchmarks study includes comparisons between desktop and mobile visitors, and allows your business to compare its performance against aggregate data from thousands of customers (Download the full report).

This Fifth Quadrant infographic visualizes the direct impact of poor consumer experiences on loyalty and advocacy, current frustrations with customer service, and expectations for delivering personalized and seamless experience.

A live chat implementation can simultaneously help your business cut support costs and boost online conversions. If you've started investigating solutions then you also know there are a confusing number of choices available. These ten questions will help you to find the right product for your business.

Using the aggregated metrics of thousands of customers, this 3rd edition of the report should give new and existing live chat users the benchmarks in which they can compare their own performance against.

This white paper contains detailed information and step-by-step implementation plans which will help readers extract maximum value from pro-active live chat. BoldChat shares analytic techniques, reporting recommendations, and realistic timelines for implementing a pro-active chat program that simultaneously increases conversions and boosts the individual value of each resulting transaction. It's live chat's new ROI - the return on invitations.

This Forrester Research report provides an overview of the chat vendor landscape, highlighting chat capabilities and support for a broad range of use cases, as well as a decision framework for choosing the right chat solution for your needs.

This MarketPulse will help contact center leaders gain direct insight into how you can improve the effectiveness of your contact center in preparing for and engaging customers during peak, seasonal volume.

For companies who make mobile engagement a priority, these mobile moments represent a massive opportunity to deliver differentiated customer experiences that delight mobile customers, earning their loyalty and share of wallet.

Mobile devices have reshaped consumer communications and have changed the dynamics of retail. This Aberdeen Group Knowledge Brief summarizes those changes and how handling them effectively will help retailers maximize their performance.

Succeeding as a modern-day retailer is no easy feat. It requires companies to optimized product margins, have the ideal mix of products at the right locations, but most importantly - it requires truly understanding shoppers in order to meet and exceed their needs. This Aberdeen Group report highlights how shoppers' growing use of mobile channels is changing the retail landscape and how retailers are adapting to this 'new normal.

Report Highlights:

Retailers with a well-designed mobile strategy enjoy a 97% greater year-over-year increase in annual company revenue

This Fifth Quadrant report reveals the drivers of customer satisfaction so that organizations can invest in the appropriate resources and technologies, and better service customers to improve loyalty and advocacy.

This report explores consumers' growing dissatisfaction with their digital experiences and reveals contact center investments to help achieve your business goals and win the hearts and minds of today's connected customers.

Three Steps to Become a Rock Star in Mobile Shopper Experience Management

Being able to deliver targeted and consistent messages across a multitued of interaction channels is key to reducing shopping cart abandonment rates and growing company revenue year-over-year. This Aberdeen Group checklist highlights three things retailers can do to design and manage a mobile shopper experience management program to stay ahead.

This report will help contact centers understand the relationship between support interactions, channels, and improving loyalty by investing in the right technology and resources to keep up with customers' ever-changing behavior and preferences.